A seasoned leader with a T-shaped career that’s evolved into a T-shaped discipline:
Brand Experience.
I work at the intersection of analytics, customer insight, and service design; bringing together data, creativity, and operational rigour to create experiences that resonate with customers and drive real value for the business
It can be understandably tricky to pin down exactly what it is that I do, so here you can see an assortment of projects I have worked on in my career.
This isn't your typical 'designer' portfolio, so unfortunately it can't all be displayed in pictures, check out the TL;DR (Too Long; Didn't Read) sections to get a quick overview.
The case studies are {Password Protected}, contact me if you would like access.
Co-founded Innocean’s first standalone advisory business, focused on delivering strategic insight and AI-powered tools to medium-sized businesses, transforming underused agency talent into a scalable revenue engine.
Read more...Aggregated 0, 1st and 3rd party data to capitalise on the Service Recovery Paradox, delivering unprecedented uplift in satisfaction for at-risk customers.
Read more...When best practice isn't best, building a complex journey for a complex problem.
Read more...Co-founded and scaled Innocean Australia’s Experience Department into a profitable, strategically integrated function serving Hyundai, Kia, and Genesis with CX, CRM, and analytics solutions.
Read more...A globally scalable customer journey visualisation initiative that transformed 2,700+ metrics into a unified customer-first model adopted across markets.
Read more...Designed and facilitated a collaborative, design-led reporting framework that redefined how Kia’s marketing team engaged with analytics, sparking cultural change and client-led research.
Read more...A behavioural insight-led campaign that repositioned domestic violence prevention as everyday male participation, driving increased low-barrier engagement.
Read more...A seasoned leader with a T-shaped career that’s evolved into a T-shaped discipline:
Brand Experience.
I work at the intersection of analytics, customer insight, and service design; bringing together data, creativity, and operational rigour to create experiences that resonate with customers and drive real value for the business